How We Can Help 


We aim to offer a consistently high standard of service to 
our customers and ensure that as many people as possible 
are able to make use of our services. 

We hope this information will assist those with disabilities to 
use our services with confidence. 

Our blind and visually impaired customers 

We will provide access to large print information or 
audiotapes for blind or partially sighted customers on 
request. and within a reasonable time scale. if contacted via 
our Helpdesk. 

We expect our drivers to: 

• advise their service number and destination. and to 
call out your destinations on arrival. if you 
requested them to do so 
• accept trained2 assistance dogs without limit 
• ensure their bus destination displays are illuminated 
during the hours of darkness 
Our deaf customers. those who are hard of hearing 
and those with speech impediments 

We welcome contact by e mail. fax or Typetalk and we 
expect our drivers to be prepared to exchange notes with 
those who would find it assists communication. 

2 "trained" means by those organisations which are members of 

Assistance Dogs UK: Guide dogs for the Blind. Hearing Dogs for Deaf 
People. Dogs for the Disabled. Support Dogs. Canine Partners for 
Independence. 


We have an increasing number of easy access buses. which 
are able to accommodate wheelchairs. 
These buses have ramps and an on-board wheelchair 
parking area. 


Please contact the Helpdesk to find out whether: 

your bus service is regularly operated by easy 
access buses 

your wheelchair does not exceed National 

Reference dimensions. which are 1200mm long and 

700mm wide 

We expect our staff to: 

offer reasonable assistance when requested. and 
when they judge it is safe to do so 

request other passengers to vacate the wheelchair 

parking area if this prevents a wheelchair from 

boarding 

In the absence of national guidance. it is our interim policy 
to carry only those mobility scooters on easy access buses. 
which we have established can be manoeuvred safely. 

Our extensive tests show these are only the smaller. 
compact scooters not exceeding IOOOmm in length and 
600mm in width. 

It is therefore essential that you contact the Helpdesk with 
details of the make. model and dimensions of your scooter 
to obtain authorisation before attempting to travel. 


Our customers with cognitive impairments 

If special assistance is needed. please contact our Helpdesk 
in advance of travel. 

Safety Advice for Wheelchair, Powered Wheelchair 
and Mobility Scooter users 

For your own safety. and for the safety of others. please 
always approach the access ramp head-on and manoeuvre 
your vehicle carefully into the designated area. Park with 
your back to the direction of travel. against the restraint 
provided. Please remain seated ensuring that all brakes are 
applied. 



Making a First Journey 

If you haven't been on a bus for a while, you might like a 
companion to accompany you on your first journey. 

Contact the Helpdesk and we will be pleased to send you an 
authorisation enabling your companion to make a free 
return journey with you on this first occasion. 

We Value Your Comments 

If we fail to meet your expectations, please tell us about it 
by contacting the Helpdesk. 

We work closely with the Authorities who are responsible 
for highways, bus shelters and parking enforcement. If you 
encounter problems with any of these issues which make 
your journey particularly difficult, please let us know and we 
will take them up on your behalf. 

And, if we exceed your expectations, we would like to hear 
about that too. 

If things go wrong 

Once you have boarded one of our buses we will ensure 
that you can complete your journey on it, including if 
necessary, by an alternative means of transport. 


We recognise that there is a wide range of disabilities which might 
impede some of our customers. Some of these conditions will not be 
immediately apparent to our staff. It will help us to help you if in such 
situations you tell them that you have a disability. 

Contact our Helpdesk on 01333 426038. 

This operates on Monday to Friday from 1000 hrs to 1600 hrs.' 

Alternatively you can email us at 
aberhill.helpdesk@stagecoachbus.com, 
or fax us on 01333 426087. 

We expect our staff to offer you reasonable assistance, should you 
request it. They will do so, provided they judge that no one's safety will 
be put at risk. 

I We are currently implementing the Typetalk service into our helpdesk. Please check 
for availability. 

Details correct at time of print. Stagecoach is unable to take 
responsibility for other operators services. 

®Stagecoach In Fi(e